Our Values

Feedback & Complaints

Our Values

At Hagar Australia we are committed to meeting the needs and expectations of our clients an supporters.

Respect

We believe in the right of all people to be heard and treated with respect and dignity.

Compassion

We want compassion and kindness to be evident in our attitude, communication and in active, practical ways.

Integrity

We commit to act ethically and honestly, striving to do the right thing at all time and in all circumstances.

Excellence

We hold ourselves to high standards, listening and learning from those we support, our partners and each other, to continuously improve all that we do.

These values underpin all of Hagar Australia’s work and without your support, we would not be able to change the lives of those impacted by trafficking, slavery and abuse.

However, we know that there may be times when we do not meet our own high standards. When this happens, we want to hear about it, resolve the situation as quickly as possible and put measures in place to stop it happening again.

We take complaints very seriously and we treat them as an opportunity to develop. This is why we are always very grateful to hear from people who are willing to take the time to help us improve.

So, how can you tell us your thoughts?

How To Make A Complaint

Call

You can call us on +61 (03) 9257 2369 and ask to speak with our Chief Executive Officer directly. Our phone lines are open Monday to Friday 9am to 5pm. Outside of these hours, you can always leave us a message and a contact number and someone will return your call within one working day.

Email

You can email us confidentially and directly at supporter.care@hagar.org.au. Alternatively, you use the contact form at the bottom of this page which will direct your complaint confidentially to our Chief Executive Officer.

Write

You can write to us at: 

C/O Chief Executive Officer
Hagar Australia 
SH1.09, Level 1 Sacred Heart Building, Abbotsford Convert
1 St Heliers Street 
Abbotsford 
VIC 3076

Please include your name, address and a contact telephone number in your email or letter so that we can get back in touch with you easily.

How Long Will The Complaint Process Take?

You will receive an acknowledgement of your complaint within two days of receipt. We will endeavour to respond fully and conclusively to all complaints within ten working days. Wherever possible, we will investigate the matter more quickly. In more complex situations where an immediate response is not possible, we will investigate the matter and get back to you as quickly as we can.

Our Approach To Resolving Complaints

We will work hard to resolve problems, correct mistakes and address concerns to reach a fair and reasonable outcome. When contacting us about a complaint, please feel free to let us know how you think it could be resolved.

We will always treat you with courtesy and respect, listen to what you say, keep you informed about our progress, provide you with a prompt response and tell you who to go to if you want to escalate your complaint further.

For more information on our resolution approach, please read the Hagar Australia Complaints and Feedback Policy.

What if you are not happy with our response?

If you do not feel completely satisfied by our response, then you can contact the Australian Council for International Development (ACFID) at the address below:

The Australian Council for International Development
Private Bag 3
Deakin ACT 2600
Tel: +61 2 6285 1816
Email: main@acfid.asn.au
www.acfid.asn.au

If You Need More Information

We treat all feedback and complaints as an opportunity to improve. We are happy to acknowledge and apologise for mistakes we have made and then try to prevent them from happening again in the future. Thank you for helping us to provide a better service.

Where you feel unable to raise a concern through the above standard feedback channels because of reasonable grounds to fear reprisal, you may use the mechanisms provided by our Whistle-Blowing Policy.

Feedback & Complaint Form

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Help us transform lives

Donate now

By partnering with Hagar, you’re supporting survivors to heal from the trauma of severe abuse. Our work is dependent on charitable giving by people like you.

Help us transform lives

Donate now

By partnering with Hagar, you’re supporting survivors to heal from the trauma of severe abuse. Our work is dependent on charitable giving by people like you.

Help us transform lives

Donate now

By partnering with Hagar, you’re supporting survivors to heal from the trauma of severe abuse. Our work is dependent on charitable giving by people like you.

Help us transform lives

Donate now

By partnering with Hagar, you’re supporting survivors to heal from the trauma of severe abuse. Our work is dependent on charitable giving by people like you.

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